Livecareer-Resume
JC
Jessica Claire
Montgomery Street, San Francisco, CA 94105 (555) 432-1000, resumesample@example.com
Professional Summary

Eight years of impeccable customer service experience in management. Excellent entrepreneurial spirit with a proven track record of succeeding in a fast-paced contact center environment. Strong organizational skills and passion for coaching, teaching, and training associates while delivering successful results. A team builder leader focused on developing and leading exceptional call center teams.

Accomplishments
  • LinkedIn "Nonprofit Management Foundations" Course
  • LinkedIn "Establishing Creditability as a Speaker" Course
  • LinkedIn "Public Speaking: Energize and Engage Your Audience" Course
  • LinkedIn "Leading with Vision Course"
  • LinkedIn "Communicating with Confidence" Course
  • LinkedIn "Public Speaking Foundations" Course
Skills
  • Effective Leader
  • Employee Engagement
  • Performance Improvements
  • Verbal and Written Communication
  • Strong Organizational Skills
  • Presentation Skills
  • Building Strong Relationships
  • Detail-Oriented
  • Strategic Planning
  • Critical Thinking
Work History
05/2018 to Current Sr. Operations Business Analyst Turn5 Inc | Akron, OH,
  • Partner with field level and cross-functional coordination with corporate partners to amplify Building Services message, strategy and social impact with external and internal audiences
  • Monitor, analyze and report out on compiled research data and give professional presentations highlighting finds and recommended optimizations
  • Negotiate complex vendor agreements and build relationships across multiple commodities
  • Manage third-party vendor contracts and relationships through collaboration to maximize cost-effectiveness, optimize delivery schedules and maintain service standards
  • Help to research, vet and onboard new vendors, set up contracts and establish connections
  • Conduct P&L statement analysis to improve daily operations, increase revenue and reduce costs
  • Control costs and optimized spending via restructuring of budgets for labor, capital assets, inventory purchasing and technology upgrades
  • Saved $13 million by implementing cost-saving initiatives that addressed long-standing problems
  • Provide guidance and partnership to arrange volunteer opportunities with United Greater Way of Atlanta for associates at Home Depot 's Building Services department
  • Establish working relationships with clients by organizing various events for 1,300 U.S. Retail Operations associates
  • Manage administrative logistics of events planning, including contract signing, fee collection, event booking and event promotions
01/2016 to 05/2018 Contact Center Supervisor G2 Secure Staff | Milwaukee, WI,
  • Managed customer experience through coaching sessions, case management review, supervisor alignment and delivering effective feedback biweekly to associates and salaried leaders during one on ones.
  • Managed 107 vendors to ensure vendors are able to Provided Tier 1 IT support to non-technical internal users through desk side support services.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Effectively managed assigned cases, collecting and documenting details as needed using Salesforce, SAP, and Tableau.
  • Determined quality assurance benchmarks and set standards for improvement.
  • Managed, trained and motivated associates and supervisors to continuously improve knowledge and abilities in Home Improvement field.
  • Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
  • Promoted positive customer experience through day-to-day supervision and management
  • Communicated best practices among on-site and external personnel to align efforts and goals.
  • Collected and analyzed call center statistics, sales rates, costs and customer service metrics.
  • Directed, guided, coached and mentored team of 25 agents and surpassed individual and corporate goals.
07/2015 to 12/2015 Resolution Expeditor The Home Depot Inc | City, STATE,
  • Assisted Strategic Team on identifying characteristics that affects different lines of business to help organization support better accuracy and efficiency.
  • Reduced downtime to support quality control, boost revenue and complete projects on time and under budget.
  • Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores.
  • Engaged in continuous learning and development opportunities to promote continued performance improvement.
  • Applied strong communication and negotiation skills regarding refunds and merchandise exchanges.
  • Handled 125 customers in fast-paced contact center setting in coordination with solid team of 15 customer service associates
02/2014 to 07/2015 Supervisor Sprint | City, STATE,
  • Managed up to 15 sales/customer service consultants.
  • Helped customers locate products and checked store system for merchandise at other sites.
  • Prepared merchandise for sales floor by pricing or tagging.
  • Engaged with customers to effectively build rapport and lasting relationships.
  • Worked alongside retail representatives to enhance product presentations and advertising collateral.
  • Trained and developed new sales team associates in products, selling techniques and company procedures.
  • Monitored customer buying trends, market conditions and competitor actions to adjust strategies and achieve sales goals.
  • Managed order cycle to enhance business development and maintain sustainability and customer satisfaction.
Education
Expected in 05/2017 B.S | Business Administration And Management South Carolina State University, Orangeburg, SC GPA:
Expected in 05/2015 A.S | Mass Communications Georgia Military College - Milledgeville, Milledgeville, GA GPA:

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Resume Overview

School Attended

  • South Carolina State University
  • Georgia Military College - Milledgeville

Job Titles Held:

  • Sr. Operations Business Analyst
  • Contact Center Supervisor
  • Resolution Expeditor
  • Supervisor

Degrees

  • B.S
  • A.S

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